Secure your energy rates for 60 months PLUS get a Hive View camera†.
Power and protect your home with the Smart and Secure plan. This special offer puts you in charge. Sign-up for a steady, fixed-rate price for the long-term with the ability to check-in on your home at any time. Check-in on your home and set yourself up with a little peace of mind.
Now is the time to take advantage of our Smart and Secure Plan and enjoy 2 months of free energy.* That's one month of free natural gas in March 2020 and one month of free electricity in August 2020! Plus, get a Hive View camera with your Natural Gas and Electricity bundle!†
The sensitivity settings for your motion or sound detection are too low to have detected the event. Follow the steps below and check the sensitivity setting for both "Motion" and "Sound."
Notifications are not enabled for your Hive View. You can check this by following these steps:
Notifications are set up for push only and you have not enabled permissions to receive push notifications from the Hive app in your phone's settings. See you phone manufacturer's instructions for information on how to allow this.
If you followed the steps above and the activity was still not captured, considered the following:
If you have a Hive Video Playback, Hive View can notify you by text if it detects motion, sound or a person. With Hive Video Playback you'll enjoy a rolling 30-day camera history for up to two cameras for $6.99 per month (one month FREE).
When you set up Hive View, the motion detection setting will automatically be set to "Person" and only movement triggered by another person will be detected. The detection settings for sound will be set to "On." The sensitivity setting for sound will be "Medium." You can change your detection settings by following the steps below:
When you install your Hive View, you will have notifications turned on via push and email by default. This includes system alerts for when the camera is offline/online, has low battery or gets too hot as well as event alerts for activity detection. Ensure that you enable permissions to receive push notifications from the Hive app in your phone's settings. See your phone manufacturer's instructions for information on how to do this. You can choose to turn all feature notifications on or off and change the format in which you receive notifications. System alerts will remain on by push and email at all times. To change the format in which event alerts are received:
When Hive View is set up and connected, it will check to see if new firmware is available and update automatically. Whenever a new version of firmware is available, your camera will automatically update. The dot light on your camera will be yellow and will slowly flash as an indication of the firmware updating. Please note, your camera will go offline temporarily during a firmware update, and access to the live stream and motion, person or sound detection will be paused. We aim to carry out updates as quickly and with as minimum disruption to your services as possible. It's important that your camera is on up to date firmware so you have the best camera experience possible.
To change the frequency of notifications sent if motion, person or sound is detected, follow the steps below:
If you still get too many motion notifications, consider changing to "Person" so it detects people only and ignores all other motion.
You can change the Wi-Fi router or network your Hive View is connected to by following the below steps. Please note, once you start this journey your current Wi-Fi will be deleted from the camera and cannot be retrieved.
Removing Hive View from the app removes the association with your Hive online account and the camera will no longer be usable in the app with your login. Follow the steps below:
Note, if you wish to re-install your Hive View onto a new account, it needs to be factory restored after removing it from your account.
If you find Hive View is not working as it should, you may need to reset it. Resetting will restart your camera:
If you're still not up and running, email us at email@example.com.
If you would like to give your camera to a friend or family member to use with their Hive online account, it must first be removed from your Hive online account via 'Manage Devices' in the Hive app and then by factory restoring it, factory restoring will remove the Wi-Fi network and all your settings. To factory restore a camera:
You can choose when to check in and when to get some privacy by remotely switching camera monitoring on or off. When monitoring is on, livestreaming will be available and event detection will be active. When monitoring is off, this will be unavailable. To switch between monitoring on and monitoring off, simply:
You can also set a schedule to manage the camera on and off:
To fully turn off your camera, use the power button located on the bottom. Since your camera will no longer be online, you'll need to turn it back on before accessing remotely through the Hive app.
Hive View sends a notification when it detects motion, sound or a person. You can receive push or email notifications, and text notifications with Hive Video Playback. Ensure that you enable permissions to receive push notifications from the Hive app in your phone's settings. See your phone manufacturer's instructions on how to do this. You can choose to turn all notifications on or off and change the format in which you receive notifications. Please note, system alerts will remain on by push and email at all times. To turn notifications on/off:
The camera can be physically powered on and off using the power button on the bottom of the camera. When powered off, the camera will appear as offline in the Hive app and will stop functioning; Hive View will need to be turned back on before it can be accessed remotely again.
You can also remotely choose when to check in and when to get some privacy by remotely switching camera monitoring on or off. When monitoring is on, livestreaming will be available and event detection will be active. When monitoring is off, these will both be unavailable.
You can turn off the chimes on your Hive View by following the below steps:
You can turn off the lights on your Hive View by following the steps below:
To use your livestream, follow the steps below:
You can stop the live stream by selecting "Pause" from the control screen in your Hive app (available by tapping the viewing pane when a livestream is playing). If there's a problem with your livestream, you'll see an error message on the app screen. Select the "Refresh" icon to try again. If you keep seeing "Oops something went wrong" and can't restart livestream, try going to the app dashboard, refreshing and then returning to your camera and selecting "Go Live". If camera monitoring is switched off, you'll see a "monitoring off" message in the viewing pane. You can't livestream until it's switched back on. You can do this using the shield icon under the viewing pane in the app. When the camera is switched off at the unit or has no connection, an offline message appears in the viewing pane in the Hive app. You won't be able to livestream without internet connection.
When motion, person or sound is detected, Hive View records a video from 5 seconds before this to 1O seconds after the activity event ends.
Hive View will record only when:
Recordings can be accessed at any time, whether the camera is online or offline. This excludes recordings that started but didn't finish before the camera went offline or those beyond your 30-day camera history if you have Hive Video Playback or 24 hours earlier if you have standard 24-hour playback.
The main way to power Hive View is by plugging the USB cable provided into the base of the stand and using the power adapter provided. However, there is also the option to run the camera on battery power occasionally. To do this, simply grab the camera from the camera arm. This is connected magnetically so pulls away and attaches back easily. The battery should last for over an hour. You will receive a 'low battery' notification when the battery is running low, and the dot light on the camera will start flashing red.
To see and change your Hive View's time zone:
The default time zone is selected based on your phone's region settings at the time of install.
Hive View sends a notification when it detects motion, sound or a person, you can receive push or email notifications. You can also receive text notifications with Hive Video Playback. When you install Hive View notifications will be turned on via push and email by default. This includes system alerts if your camera is offline/online, has low battery or gets too hot. Ensure that you enable permissions to receive push notifications from the Hive app in your phone's settings. See your phone manufacturer's instructions for information on how to do this.
Firstly, check that your camera has monitoring switched on. You can change this using the shield icon under your viewing pane. Next, check that notifications are enabled for your Hive View. You can do this by following these steps:
If you selected push only, check you have enabled permissions to receive push notifications from the Hive app in your phone's settings. See your phone manufacturer's instructions for information on how to do this. To avoid sending too many notifications we have limited this to keep the information relevant. Every event will be captured in a recording. However, a notification will only be sent every 30 minutes for each event type (sound and motion/person). If all of this is correct but your phone still fails to receive a notification, you will still get this activity captured in a recording so you can check it from your Hive app.
If you are having issues installing Hive View, please follow the steps below:
Check that you have enabled permissions for the Hive app to use your location in your phone's settings. See your phone manufacturer's instructions for information on how to do this. Check the network you are trying to connect to is not one of the following:
If you're still unable to install Hive View, please follow the below steps:
You will get sent a notification when the camera reaches 20% of battery and the dot light on the camera will start flashing red. Your camera will shut down soon after if it is not reconnected to the main power source. The battery is rechargeable. If your camera battery gets low, reattach the camera to the arm and ensure the stand base is attached to a switched-on mains power supply to recharge.
You will get sent a notification if the camera reaches 167 degrees and the ring light on your camera will start flashing red. Your camera will shut down until it's temperature has reduced. If your camera gets too hot, make sure it is away from direct sunlight or any heat sources such as radiators or electric heaters.
The camera can go offline for multiple reasons. To get your camera back online, try the following:
Live stream is only available when online. Video playback and settings are available even when offline.
If your camera does not power itself on and the light ring starts single flashing blue, then simply:
If you are seeing a solid blue ring then the Bluetooth connection has timed out. Press and hold the power button for 10 seconds until the ring light does start flashing blue.
If your Hive View recording is repeatedly interrupted or takes a long time to start up, try the steps below:
If you are seeing "Oops something went wrong" and can't restart livestream, try going to the dashboard, refreshing and then returning to your camera and selecting "Go Live."
Your Hive View requires a minimum of 1.5Mbps. If you have low bandwidth on your network, this could impact either the performance of the camera or the performance of other devices connected to the same network.
If you have a problem with your Hive View, try the following:
If you're still not up and running, contact Customer Support.
Hive View works on both 2.4Ghz and 5Ghz frequencies so you need a router which supports either of these frequencies in order to install and use Hive View. If you are unsure of what frequencies your router supports, please contact the manufacturer of your router or Internet Service Provider (if they provided your router).
Anything that Hive View records is stored securely online. You can access recordings and play them back from virtually anywhere. You can playback videos from the last 24 hours as standard or get the most from your Hive View camera with Hive Video Playback. You'll enjoy a rolling 30-day camera history for up to two cameras for $6.99 per month (one month FREE) with Hive Video Playback.
Activity notifications including those for sound, person, and motion detection are turned on and off from "Settings". All activity notification types are controlled together. System notifications will be sent at all times by both push and email, even if you have turned off event notifications. System notifications include:
Your Hive View will not work and will appear as offline until your broadband connection is restored.
*This offer is only available to residents of Alberta who do not currently have a service contract with Direct Energy. The Members of Natural Gas Co-operatives, municipally owned utilities, and some Rural Electrification Associations are not eligible for this offer. Purchase of a one, two, three or five-year natural gas and electricity plan is required. Refer to your contract/sales consultant to find out which months are eligible for the Free-2-Save Offer. Direct Energy's rate of $.00/GJ and 0.0¢/kWh for the two free months includes energy charges only and excludes delivery/transmission charges, administration fees, taxes, and all other utility-related charges.
No cancellation fee. Save 33% on administration fees with a natural gas and electricity bundle. Savings based on the difference between the site administration fees chargeable under a dual fuel plan vs. two single fuel plans with Direct Energy. Actual savings may vary.
†Hive Products are provided by Centrica Hive Canada Inc., and require broadband connection and Wi-Fi. Standard messaging and data rates apply to mobile. Learn more at www.hivehome.com/ca. The offer is available to new customers in Alberta. If you cancel your plan early, you will incur a device cost recovery fee of $100 per Hive View. The product is distributing in the White and Champagne Gold colour. This offer includes one Hive View camera.
**This offer includes a one-time free 22-point diagnostic check ($150 value) available to customers in eligible areas within Calgary and Edmonton only. The one-time 22-point furnace diagnostic check must be scheduled within 12 months from the start date of your service with Direct Energy. Furnace and duct cleaning are not included in this one-time free 22-point furnace diagnostic check. For more information call 403-232-1155 in the Greater Calgary area and 780-483-3056 in the Greater Edmonton area. This offer is only available to residents of Alberta in the Direct Energy Services footprint who do not currently have a service contract with Direct Energy. See if you're eligible here.
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